Service Manager

Service Manager - Front Office (Duty Manager) Service Manager - Front Office (Duty Manager)

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for aFront Office Duty Manager , to join our team

TheFront Office Duty Manager is responsible for providing guest services as well as supervision, direction and leadership to all Front Office personnel under the guidance of the Front Office Manager in accordance with the objectives, performance and quality standards set by the Hotel.

Job Responsibilities:

General Operations

• To have complete knowledge of the operational systems of the Front Office, Guest Service/Switchboard and other related systems.Shangri-La's standard operating policies and procedures relating to the Front Office operations are also important information to be familiar with.
• Reviews room availability, staff schedules, guest arrivals/departures, previous shift logs, and internal reports. Ensures Night Audit completion, verifies financial postings, and checks operational readiness across all guest service areas.
• Oversees lobby and public area inspections, supports service residences, manages driveway traffic, drives upselling initiatives, and conducts spot checks to ensure adherence to Shangri-La's service and quality standards.
• Operational Leadership: Maintains department organisation, staffing, and productivity to ensure smooth operations aligned with forecasted occupancy and guest needs.
• Training & Development: Identifies training needs and collaborates with the Front Office Trainer to implement effective programs across all Front Office functions.
• Performance & Team Engagement: Assists in performance reviews, fosters a motivated and respectful work environment, and leads by example to promote service excellence.
• Communication & Coordination: Develops and utilises communication tools to ensure smooth workflow, feedback sharing, and alignment across all Front Office departments.
• Visible & Proactive Leadership: Demonstrates hands-on leadership, conducts daily briefings, makes operational recommendations, and takes ownership of team success.

Guest Experience

• Guest Satisfaction/Feedback: Ensures guest preferences are fulfilled, drives customer delight through proactive service, and manages feedback to improve overall guest experience.
• Leadership & Policy Compliance: Leads by example with visible, hands-on supervision, contributes to strategic projects, and ensures staff adherence to hotel policies and standards.

Operational Compliance

• Ensures upselling follows HQ guidelines, authorises rebates and paid-outs within delegated limits, and verifies accurate reporting and documentation.
• Records guest complaints in the feedback platform, ensures all reports are printed, signed off, and properly handed over to the next shift.
• Leads emergency actions, coordinates with ERT and CMT, and ensures guest and staff safety while documenting incidents in the Elog.
• Promotes departmental participation in corporate social responsibility and environmental programs aligned with hotel values.
• Oversees recruitment, performance reviews, roster planning, training, and disciplinary matters to maintain a high-performing team.

Job Requirements:

• Pleasant and has a passion in the hospitality industry.
• Due to the nature of the front office operations where the role requires frequent communication with guests (e.g. speaking to guests who are fluent in Mandarin/Arabic/Other languages over the phone or at the concierge), the incumbent is required to have fluent English speaking/written skills with knowledge of a second language as an advantage.
• Has minimally 2 years' in a supervisory role at front office in a hotel/hospitality setting.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time
• Industries Hospitality

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